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Abstract
Accommodation plays an important role in tourism and hospitality industry. CRM Practices in the accommodation sector is influenced by seven variables namely Swagat (Welcome), Soochana (Information), Suvidha (Facilitation), Suraksha (Safety), Sahyog (Cooperation), Samrachan (Infrastructural development) and Safai (Cleanliness).Customer needs identification is a main factor in relationship management. Employees play a significant role in maintaining a sound CRM practices with customers. The present study is an attempt to evaluate the existing CRM Practices on the basis of category and designation of employees in the KTDC and Private accommodation sector in Kerala.